IT Services Research Articles

IT Service Disruptions and Provider Choice

Digital supply chains are increasingly interconnected and vulnerable to disruption, causing service interruptions impacting many firms and their customers. Combating threats to the digital supply chain is the top challenge for leaders in most supply chain industries, demonstrated by the tacit approval of nation-states for cyber-attacks on corporate supply chains to disrupt downstream firms. Disruptions to digital supply chains are not new. In April 2019, hundreds of flights in the United States were delayed when a critical service provider, AeroData, had a computer systems failure. AeroData delivers flight planning services to many airlines including Southwest, United, American, and Delta. All flight operations for AeroData’s over 100 clients simultaneously ceased and thousands of customers were stranded at airports across the country. In an increasingly connected business environment, competitors may be simultaneously disrupted due to a common service provider, impacting all affected firms’ demand. The synchronization of disruptions for firms that use a common service provider has implications for service provider choice and investment. We use a two-stage game to model how a firm’s customer demand is impacted by disruptions at a service provider, and how this subsequently affects the firms’ choices in managing service provider risk. Considering downstream demand effects from upstream service disruptions, the contribution of this paper is the examination of how risk synchronization impacts provider choice decisions and profits. In addition, we illustrate how these choices impact upstream industry concentration.

Improving Productivity and Reducing Costs in an IT Service Provider: Applying the Lean Six Sigma Methodology

Objective: to present the use of the Six Sigma framework as a framework for IT Governance, in a multinational company that operates in the market of IT outsourcing services, with a view to assisting in the improvement of productivity, in its consequent significant reduction of costs and a better operational performance in the processes of the company providing outsourced IT services. Theoretical Framework: The study addresses concepts of the Lean philosophy, as well as the Six Sigma framework and the marriage of Lean and Six Sigma as a way to obtain advantages from the application of its methods, meeting the needs of the organization. Method: In this study, quantitative and qualitative methods were used from a descriptive research. A literature review and associated issues were carried out and a case study was applied from the results obtained through a project in a large multinational company that provides IT outsourcing services. Outcome and Discussion: The combination of Six Sigma with the business process offered the company an opportunity for cost reduction and improved its competitive advantage in an increasingly competitive and quality-driven market. Regarding the implementation of the incident governance process, a reduction of 24% was obtained; Regarding actions to reduce the number of overtime, a reduction of 40% was obtained. A total monthly reduction of US$ 5,589 was obtained and annually the reduction amount plus benefits reached US$ 67,068. Research Implications: Research contributes to the improvement of quality and significant cost reduction with the application of the Six Sigma framework, properly tested and demonstrated in an organization. Originality/Value: This study contributes to the literature by using the Six Sigma framework as a framework for IT Governance in order to help improve productivity with consequent significant cost reduction and better operational performance in the processes of an outsourced IT service provider. The relevance and value of this research are evidenced by the demonstration of the benefits obtained in the environment of the company under analysis.

Providing organizations with a validated instrument for an Enterprise Service Management capability

In light of new digital opportunities, enterprises require modernization also with regard to intra-organizational business and IT management. Enterprise Service Management (ESM) is an organizational capability aimed at a more efficient and effective IT and business service management in organizations. Although ESM has been recognized as an approach to improve customer and employee satisfaction and to create digital competitive advantage, there is a methodological and analytical void for organizations in how to measure their ESM capability. Motivated by this lack of measurability and tangibility, we aim to empirically validate the ESM capability model. Our contribution to this paper is empirical, as we provide a measurable instrument for further ESM studies. We aim to initiate a broader debate on ESM and thereby add to the scholarly establishment of the concept in the Information Systems and IT Management literature. Practically, we contribute by offering companies a validated and actionable set of ESM characteristics.

New approaches to improving the student experience at Aberystwyth University libraries: from library surveys to cognitive mapping

PurposeThe findings are based on experience at Aberystwyth Universities libraries using surveys and user experience (UX) activities to identify and understand user requirements.Design/methodology/approachThis paper was initially conceived and developed as a presentation for the LibPMC Conference in July 2023. It is included in this special conference issue for this conference.FindingsThere are challenges to successful integration of UX into user engagement processes across the library and IT services. To improve shared analysis and collaborative ideas generation we developed an interactive data dashboard.Originality/valueThe research is based on practical approaches to improving our understanding of student use and requirements at Aberystwyth University libraries. It explores mechanisms used to collect findings from all areas of UX, including library surveys, focus groups and UX activities to be able to analyse and share all student experience data – to be able to analyse themes and generate ideas and actions for development.

IT-services: Green Means Competitive?

Introduction. The current stage of economic development is characterised by significant digitalisation and a noticeable shift of corporate strategies in favour of sustainable development. The first of these trends makes IT companies interesting for analysis, since in the era of digitalisation their impact on the global economy is significant and undeniable. The second trend is largely related to the exhaustion of tangible competitive factors and the shift of focus towards intangible competitive factors, in particular, towards catering to the specific needs of consumers, i.e. in the consideration of social and environmental factors throughout value chains. In line with modern trends, meeting these needs is achieved by implementing ESG-principles, including by IT companies, which is where the two major modern trends - digitalisation and corporate sustainability intertwine. In this context, the aim of the research is to analyse the relationship between IT companies’ financial performance and their ESG position.Materials and methods. The study is based on the analysis of correlation between the data of companies' financial statements and their valuations within the framework of S&P ESG-rating. Results of the research. According to the results of the analysis on the basis of the presented data sample, no significant correlation between revenue and profit indicators (on the one hand) and ESG[1]assessments of S&P rating (on the other hand) was revealed.Discussion and conclusion. The results obtained for companies in the IT-services industry generally correspond to the results of similar calculations by the authors for a number of other industries. Of course, they reflect the situation in a particular industry, with specific indicators (profit, revenue), taking into account such limitations of the study as the methodology of the selected ESG-rating and the volume of data sampling. Nevertheless, within the framework of the study we can say that there is no significant correlation between the financial performance of IT services companies and the implementation of ESG principles by these ccompanies.

Outsourcing Non-Core Services in Healthcare: A Cost-Benefit Analysis

Outsourcing non-core services in healthcare, such as housekeeping, IT support, catering, and security, has emerged as a popular strategy for healthcare organizations looking to reduce costs and focus on patient care. This paper presents a comprehensive cost-benefit analysis of outsourcing these services, considering both financial and operational implications. Through a combination of quantitative analysis and qualitative insights from healthcare administrators, the study explores how outsourcing affects cost savings, operational efficiency, and overall service quality. The findings indicate that outsourcing non-core services can lead to significant cost reductions—ranging from 7% to 28% depending on the service—while also enhancing operational efficiency. In particular, services such as housekeeping and IT support benefit from outsourcing due to the specialized expertise of third-party providers. Outsourced services not only reduce internal operational burdens but also contribute to a more streamlined allocation of resources toward core healthcare functions, including patient care. However, the analysis also highlights several risks, such as loss of control over service quality and concerns related to data security, particularly when IT services are outsourced. These challenges can potentially affect the reliability of healthcare operations if not properly managed. The study suggests that healthcare organizations must implement strict service-level agreements (SLAs) and performance monitoring mechanisms to mitigate these risks and ensure continuity of high-quality service delivery.

Prevalence and underdiagnosis of burn out syndrome in critical services in the context of the COVID-19 pandemic

Introduction: The importance of knowing the impact of work on people's health has increased after the COVID-19 pandemic. Burn Out (BO) syndrome arises from the tension emerging from the conflictive interaction between the worker and his or her employment. The objective was to describe the prevalence and frequency of diagnosis of BO in the health human resources of critical services of the Bahía Blanca Municipal Hospital in the context of the COVID-19 pandemic.Methods: Descriptive, cross-sectional study. The study population was the medical and nursing staff of the Intensive Care (IT), Emergency Medicine (SMU) and Clinic services who worked with COVID-19 during 2021. The Maslach Burnout Inventory (MBI) questionnaire was used and complementary closed questions to identify, among these cases, those that were diagnosed and treated by the institution.Results: Of the 219 workers, 55.3% (121/219) were nurses. In the SMU, 25% (24/96) of respondents had BO, followed by 20.4% (11/54) in Clinic and 8.7% (6/69) in IT (p value=0.004). Only 5.5% (12/219) of the total were diagnosed with BO by the institution and of this group, two people (0.9%) had previously consulted for characteristic symptoms.Discussion: A high prevalence of BO and a marked underdiagnosis were evident at the institutional level during the pandemic. Although the IT Service had the highest demand for attention, it was the one that presented the lowest BO values in relation to other services.

Implementasi Knowledge Management pada Perancangan Website Panduan Perusahaan menggunakan Framework Laravel

Onboarding is crucial to help new employees quickly adapt, understand their tasks, and become productive. This research addresses onboarding issues in the IT Service & Business Partner department of PT. Pupuk Kalimantan Timur, particularly for Non-Organic Workers (TKNO), which are currently unstructured and inefficient. The proposed solution is implementing knowledge management through a Laravel-based guide website that provides clear and structured guidelines, enabling self-learning and access to information anytime. Two phases from the 10-step knowledge management roadmap are used to complete the research: infrastructure evaluation, and knowledge management design & development analysis. The prototyping method was used in system development, including problem identification, implementation, testing, and evaluation. Results show that this website improves orientation efficiency and facilitates information delivery. BlackBox testing confirms all features function as expected, making this system likely to facilitate onboarding and knowledge transfer within the company.

Strategic sourcing decisions: A Swiss bank responding to the dynamics of the core banking system market

This case examines strategic challenges encountered by Berner Kantonalbank (BEKB), a prominent regional Swiss bank. The bank adapts its sourcing decisions related to its core banking system amidst the evolving landscape of the core banking software market. The narrative unfolds against unfulfilled strategic goals in a changing IT industry, revealing the complexities and decisions that shape BEKB’s approach to core banking system sourcing. In 2010, BEKB outsourced its core banking solution to Hewlett Packard (HP). This encompassed the transfer of all employees of its former subsidiary, RTC. RTC had formerly developed and operated BEKB’s core banking solution. The strategic move to outsource aimed to leverage HP’s capabilities for cost-effective core banking system operations. BEKB anticipated enhanced core banking system capabilities at a reduced cost, while HP sought to establish itself in the core banking software market. However, instead of expanding BEKB’s core banking system customer base, clients increasingly migrated to other providers. The evolving circumstances placed BEKB and HP in a mutual dependency, reaching a critical juncture when the bank decided to terminate the contract, which yielded a spectrum of strategic options. The decision taken endured for a few years. Subsequently, another strategic reevaluation was necessary. This case delves into the intricate interplay between sourcing decision and IT software product dynamics, offering perspectives from client and vendor. It sheds fresh light on strategic sourcing decision-making within the evolving landscape of an increasingly complex IT services environment.

Evaluation of IT Service Level Infrastructure In Organizations Using ITIL (Information Technology Infrastructure Library) Version 3 Standardization

The rapid development of business and advancements in information technology today are highly significant, especially in supporting the progress of ongoing businesses. Many businesses, particularly startups, make information technology the backbone supporting every main business process to achieve their business goals. Startups that operate 24/7 require sufficiently robust information technology, which must always be ready to provide the needed services to support the business. IT service assessment is an activity commonly carried out within an organization to eval_uate the level of information system services it possesses. An assessment, particularly an IT service assessment, can be conducted independently if the organization has adequate tools and is equipped with the correct standards. The eval_uation of information system services can be carried out using various standards, such as ITIL. In this research, the researcher will conduct an assessment using ITIL standards in the form of a website, which can serve as a tool. This website assessment application focuses on the domains of Service Management and Service Delivery, with the expectation that the services provided by PT Loyal.id will improve further.

PERCEPTIONS ON THE INTEGRATION OF AGILE PRINCIPLES IN IT SERVICE MANAGEMENT PROCESSES. STUDY FROM ROMANIA

This research paper aims to provide insights into the impact generated by the introduction of Agile methodologies in Romanian industrial environments which used to work exclusively with Waterfall methodologies for the delivery of IT products and services. Through this study, the authors aim to uncover perceptions provided by knowledge workers working in the area of IT Service Management who have experienced first-hand this transition in ways of working from Waterfall to Agile, followed by suggestions on how to improve the process of integrating new elements in future transition activities. In order to achieve this aim, a qualitative research exercise has been performed, by conducting interviews with experienced knowledge workers who carry out IT Service Management activities. The results of the research present both breakthrough and setback points with this activity. Breakthrough points focus on the perception of knowledge workers having higher levels of autonomy and ownership of daily activities and dependency on ITIL/ISO process alignment for achieving auditing requirements. Setback points include the need for guidelines availability to ensure better integration between Waterfall and Agile elements, design of metrics to reflect Agile elements integration, and optimisation of tools usage to avoid redundant activities. Following this research, the authors recommend development of more focused research in the area of ITSM activities, as this is an untapped source of improvement for organisations. These findings help contribute to a better understanding of the evolution of IT Service Management processes and builds a basis for further research on change initiatives of IT processes.

Continuous Service Improvement in IT Operations through Predictive Analytics

In the evolving landscape of IT operations, continuous service improvement is essential for maintaining high performance, reliability, and customer satisfaction. Predictive analytics, leveraging advanced data analysis techniques and machine learning algorithms, offers a transformative approach to enhancing IT service management. This research paper explores the integration of predictive analytics into IT operations to drive continuous service improvement. It investigates how predictive models can forecast potential issues, optimize resource allocation, and enhance decision-making processes, ultimately leading to improved operational efficiency and service quality. The study begins with an overview of traditional IT service management practices and the limitations they face in adapting to dynamic and complex IT environments. Conventional approaches often rely on reactive problem-solving and periodic reviews, which can lead to inefficiencies and missed opportunities for proactive intervention. Predictive analytics offers a paradigm shift by utilizing historical data and real-time information to predict future outcomes, enabling organizations to address potential problems before they impact operations.

Illuminating IT Landscapes: A Comparative Analysis of Discovery in ServiceNow and BMC Helix

Abstract: This research paper presents a comprehensive comparison of the Discovery applications offered by ServiceNow and BMC Helix. The study examines key features, discovery mechanisms, data collection capabilities, integration with CMDB, automation features, and analytics tools of both solutions. By evaluating their strengths and weaknesses in discovering and mapping IT assets and relationships, this paper aims to provide insights for organizations seeking to enhance their visibility into complex IT environments and improve overall IT service management.

Proactive IT Operations: A Comparative Analysis of Event Management in ServiceNow and BMC Helix

Abstract: This research paper presents a comprehensive comparison of the Event Management applications offered by ServiceNow and BMC Helix. The study examines key features, event detection and correlation capabilities, automation and orchestration, integration with other ITSM processes, and analytics tools of both solutions. By evaluating their strengths and weaknesses in managing IT events, this paper aims to provide insights for organizations seeking to enhance their proactive IT operations and service delivery.

Mastering IT Asset Intelligence: A Comparative Analysis of Configuration Management in ServiceNow and BMC Helix

Abstract: This research paper presents an in-depth comparison of the Configuration Management applications offered by ServiceNow and BMC Helix. The study examines key features, discovery capabilities, relationship mapping, integration with other ITSM processes, and reporting tools of both solutions. By evaluating their strengths and weaknesses in managing configuration items (CIs) and maintaining the Configuration Management Database (CMDB), this paper aims to provide insights for organizations seeking to enhance their IT asset intelligence and service delivery capabilities.

IT Service Well-being, in the Higher Education Ecosystem

The holistic and systematic comprehension of service well-being is garnering increasing attention among scholars. The holistic understanding of Service well-being is significant since it helps to clarify the multi-actor and multi-level nature of complex services, such as IT services. The majority of research conducted in the IT service field primarily examines individual and micro-level interactions, neglecting the significance of a comprehensive and systemic perspective on service well-being. The study discussed in this article aims to overcome these constraints by examining the well-being of IT services from a “service ecosystem” standpoint. The research used an interpretative approach to construct a middle-range theory using a case study and grounded theory methodology within a higher education institution. The results uncover the factors that contribute to well-being and the effects on several levels of the IT service ecosystem (Micro, Meso and Macro) including Service encounter, Service facilitation, and Service integration levels. This study enhances the existing research on well-being in the IT service context by presenting a holistic framework for service ecosystem well-being which has significant theoretical and practical contributions.

Continuous Service Improvement in IT Operations through Predictive Analytics

In the evolving landscape of IT operations, continuous service improvement is essential for maintaining high performance, reliability, and customer satisfaction. Predictive analytics, leveraging advanced data analysis techniques and machine learning algorithms, offers a transformative approach to enhancing IT service management. This research paper explores the integration of predictive analytics into IT operations to drive continuous service improvement. It investigates how predictive models can forecast potential issues, optimize resource allocation, and enhance decision-making processes, ultimately leading to improved operational efficiency and service quality. The study begins with an overview of traditional IT service management practices and the limitations they face in adapting to dynamic and complex IT environments. Conventional approaches often rely on reactive problem-solving and periodic reviews, which can lead to inefficiencies and missed opportunities for proactive intervention. Predictive analytics offers a paradigm shift by utilizing historical data and real-time information to predict future outcomes, enabling organizations to address potential problems before they impact operations.

Evaluation of Information Technology Services Using the Information Technology Infrastructure Library Framework

This study aims to evaluate PT Gramedia Asri Media to find out whether the company's IT services meet the best standards of the ITIL V3 Service Operations framework. Service Operations focus includes Problem Management, Incident Management, Access Management, Request Fulfillment, and Event Management. Evaluation is carried out in four stages: planning, field inspection, reporting, and follow-up. The results indicate the maturity level of IT service implementation. For data collection, questionnaires were distributed to five people who were surveyed and interviewed with the heads of engineering services and support staff. The results show that the company's IT service maturity level is at level one. In addition, this research produced seventy suggestions for companies to improve their IT services. The results show that almost all suggestions were well received by the company, and some of them have been implemented at PT Gramedia Asri Media. However, of course, with the problems discovered from this research, there will be a desire to improve service and performance.

Strategic management in digital transformation: prioritizing strategic initiatives through Analytic Hierarchy Process (AHP) in Indonesia’s services sector

Purpose: The rapid pace of digital transformation has significantly impacted the IT services sector, particularly in emerging markets, such as Indonesia. This thesis explores the strategic challenges faced by Indonesian IT service providers as they navigate a competitive landscape characterized by evolving customer demands, technological advancements, and market dynamics. This research aims to prioritize strategic initiatives that align with market needs and enhance the competitive positioning of these providers. Research Methodology: By integrating strategic management frameworks such as Porter’s Five Forces, Value Chain Analysis, and SWOT Analysis with the Analytic Hierarchy Process (AHP), this study addresses the issue of stagnant revenue in PT ABC, a leading IT service provider in Indonesia. The findings indicate that AI-based product innovation and the development of low-code solutions are critical strategies for driving sustainable growth and meeting the increasing demand for advanced technological solutions. Limitations: This study underscores the importance of customer-centric approaches and continuous adaptation to maintain a competitive edge in a volatile, uncertain, complex, and ambiguous (VUCA) environment. Contributions: This research contributes to the strategic management literature by demonstrating the practical application of AHP in the context of digital transformation within the IT services sector, and provides actionable insights for IT service providers in emerging markets facing similar challenges.

IT Risk Management Analysis Based on ISO 31000 and Bow Tie Analysis (BTA) in Higher Education Institution

The Division of Applications and Software is a part of the Academic Support Unit (UPA) for Information and Communication Technology at Universitas Jember (UNEJ) or UPA TIK UNEJ. Based on interviews, UPA TIK UNEJ has not yet implemented risk management, leading to recurring issues in their IT services. Risk management is crucial for preventing and mitigating negative impacts that can harm the organization. Additionally, it is a requirement for internal quality management system audits, according to UNEJ Rector's Decision Number 20588/UN25/LL/2018. This study aims to identify, analyze, and assess potential risks in the Division of Applications and Software at UPA TIK UNEJ and to apply Bow Tie Analysis (BTA) to identify preventive and mitigative actions for the highest-rated risks. The approach used is ISO 31000:2018, which provides a comprehensive framework for risk management. For in-depth risk analysis, the BTA method, combining event tree analysis (ETA) and fault tree analysis (FTA), is utilized. The research begins with context establishment through interviews, followed by risk identification, analysis, assessment, and mitigation. The results show 21 risks identified in the process of developing information systems or applications. The top three priority risks are coded R02, R04, and R19. The second priority includes 17 risks, and the third priority includes 1 risk.